NR 510 Week 5: Conflict Resolution Strategies Discussion

NR 510 Week 5: Conflict Resolution Strategies Discussion

NR 510 Week 5: Conflict Resolution Strategies Discussion

(Baddar, Salem, & Villagracia, 2016). It only makes sense as a future nursing manager that I examine ways to resolve employee and patient conflicts. Healthcare experts who study ways in which people respond to conflict state the Thomas-Killman Instrument (TKI) is a model that identifies five different tactics people typically use when handling conflict (Baddar et al., 2016). Accommodating, compromising, collaborating, avoiding, competing, each of these conflict styles comes with advantages and disadvantages (Baddar et al., 2016). Since the scenario focuses on ways to resolve co-worker conflict, the strategies I employ must promote a work productivity and patient safety. The two styles that are best applied to addressing conflict among healthcare co-workers are compromising and collaborating because of the team-based environment (Baddar et al., 2016). Compromising is a bargaining process in which both parties make concessions to reach a mutual agreement (Baddar et al., 2016). Compromise is a good way to solve a complex issue quickly, as it gives both parties equal power and allow them to stay committed to their position and duties. Collaborating is the best way to solve conflicts since its goal is to find a mutual solution (Baddar et al., 2016). This process often needs the assistance of a mediator and involves high amounts of cooperation from the conflicting parties (Baddar et al., 2016). Collaborating takes the time to communicate and seek to fix the small or underlying reasons to the conflict. As a nursing manager, promoting and teaching communication among team members is vital (Amestoy et al., 2014). In healthcare environments in which nursing managers include communication and interpersonal skills training in orientation sessions, nursing managers report a 10 percent improvement in how nursing co-workers handle difficult issues (Amestoy et al., 2014). This change has also made a significant impact on patient satisfaction and employee productivity (Amestoy et al., 2014). The authors also suggest listening, openly showing respect, and teaching democratic mediation skills as positive EBP conflict resolution strategies and management skills.

References:

Amestoy, S. C., Schubert-Backes, V. M., Thofehrn, M. B., Martini, J. G., Schlindwein-Meirelles, B. H., & De Lima Trindade, L. (2014). Conflict management: challenges experienced by nurse-leaders in the hospital environment. Revista Gaúcha de Enfermagem: Publication of The Federal University of Rio Grande do Sul, 35(2). Retrieved from http://www.scielo.br/scielo.php?script=sci_arttext&pid=S1983-14472014000200079Links to an external site.

Baddar, F., Salem, O. A., & Villagracia, H. N. (2016). Conflict resolution strategies of nurses in a selected government tertiary hospital in the Kingdom of Saudi Arabia. Journal of Nursing Education and Practice, 6(5), 91-99. Retrieved from http://www.sciedu.ca/journal/index.php/jnep/article/viewFile/8238/5269

Leadership is not random. It is multifaceted and must be communicated as a stated plan to effect a change. Organizational leaders provide a vision and move others toward a common goal. This vision also reinforces the importance of teamwork in the workplace.

According to Buppert (2015), quality improvement and patient safety are inextricably intertwined. A work environment that supports teamwork and respect for other people is essential to promote patient safety and quality of care. Unprofessional behavior is disruptive and adversely impacts patient and staff satisfaction, the recruitment and retention of healthcare professionals, communication, teamwork and undermines a culture of safety. Unprofessional behavior is therefore unacceptable.

Question:

In this scenario, what evidence-based organizational strategies and management skills might you employ to resolve co-worker conflict? Reflect on conflict resolution strategies specifically for healthcare. How does teamwork increase patient safety? Provide evidence and rationales to support your decisions. Provide evidence and rationale to support your decisions.

ORDER NOW FOR INSTRUCTIONS-COMPLIANT, ORIGINAL PAPER NR 510 Week 5: Conflict Resolution Strategies Discussion

According to various surveys, nursing leaders and managers spend 25 to 40 percent of their time dealing with staff-on-staff and patient-on-staff conflicts (Baddar, Salem, & Villagracia, 2016). It only makes sense as a future nursing manager that I examine ways to resolve employee and patient conflicts. Healthcare experts who study ways in which people respond to conflict state the Thomas-Killman Instrument (TKI) is a model that identifies five different tactics people typically use when handling conflict (Baddar et al., 2016). Accommodating, compromising, collaborating, avoiding, competing, each of these conflict styles comes with advantages and disadvantages (Baddar et al., 2016). Since the scenario focuses on ways to resolve co-worker conflict, the strategies I employ must promote a work productivity and patient safety. The two styles that are best applied to addressing conflict among healthcare co-workers are compromising and collaborating because of the team-based environment (Baddar et al., 2016). Compromising is a bargaining process in which both parties make concessions to reach a mutual agreement (Baddar et al., 2016). Compromise is a good way to solve a complex issue quickly, as it gives both parties equal power and allow them to stay committed to their position and duties. Collaborating is the best way to solve conflicts since its goal is to find a mutual solution (Baddar et al., 2016). This process often needs the assistance of a mediator and involves high amounts of cooperation from the conflicting parties (Baddar et al., 2016). Collaborating takes the time to communicate and seek to fix the small or underlying reasons to the conflict. As a nursing manager, promoting and teaching communication among team members is vital (Amestoy et al., 2014). In healthcare environments in which nursing managers include communication and interpersonal skills training in orientation sessions, nursing managers report a 10 percent improvement in how nursing co-workers handle difficult issues (Amestoy et al., 2014). This change has also made a significant impact on patient satisfaction and employee productivity (Amestoy et al., 2014). The authors also suggest listening, openly showing respect, and teaching democratic mediation skills as positive EBP conflict resolution strategies and management skills.

References:

Amestoy, S. C., Schubert-Backes, V. M., Thofehrn, M. B., Martini, J. G., Schlindwein-Meirelles, B. H., & De Lima Trindade, L. (2014). Conflict management: challenges experienced by nurse-leaders in the hospital environment. Revista Gaúcha de Enfermagem: Publication of The Federal University of Rio Grande do Sul, 35(2). Retrieved from http://www.scielo.br/scielo.php?script=sci_arttext&pid=S1983-14472014000200079Links to an external site.

Baddar, F., Salem, O. A., & Villagracia, H. N. (2016). Conflict resolution strategies of nurses in a selected government tertiary hospital in the Kingdom of Saudi Arabia. Journal of Nursing Education and Practice, 6(5), 91-99. Retrieved from http://www.sciedu.ca/journal/index.php/jnep/article/viewFile/8238/5269

Like stated in the last answer, there are many different strategies to help prevent work incivility. If work incivility is prevalent on a certain unit, this can cause issues with proper patient care. For example, on my floor, I have seen where a nurse and a PCA started arguing in front of the nurses station. It was a simple issue that quickly escalated into name calling and yelling. The call light had went on and the PCA told the nurse that the patient was requesting for the nurse. The nurse told the PCA to go see first before she goes in there that as charge, she is busy making the assignment. The PCA refused and told the nurse to go and this was where the argument ensued. Patient care was also delayed because either did not want to go into the room in the heat of the argument. Management did not directly deal with it but just let it simmer down. I also seen recently where two nurses got into it because of patient assignment in the middle of the hallway, right in front of management. I also seen where one nurses would try to engage staff into heavy gossiping and in turn, staff would come to not like her and act uncivil towards her because she was gossiping. However, management would attempt to turn a blind eye by mildly addressing when it was happening, but what I have come to find was that there is no set standard for how to prevent or stop workplace incivility. For the most part, the staff seems to get along, however, because of the high stress level of med-surg, sometimes, employees get besides themselves with stress. Now that I think of it, the unit as a whole should speak to management about preventing work incivility. The unit should work together to make a more productive and positive place as possible.

There should be a set standard or even protocol when it comes to workplace incivility. First and foremost, when it does occur, the parties involved should be taken out of patient care area and into a conference room/break room. If the argument or incident is becoming too heated, the parties should be separated to defer or cool off because this can help the employees involved to cool off and prevent escalation of the issue. Maybe the team members can talk thru the issue, right then and there with a mediator involved. If the situation is extremely tense, maybe management should consider temporarily separating staff till conflict/issue is resolved. Often, staff would rather not involve themselves in the work incivility incident and become a bystander. 95% of nurses report to have witnessed a work incivility incident but did not report it. However, being a bystander does not help the situation, rather enables for future issues to arise or occur. There should be a protocol. There should also be zero tolerance in constant arguments. For the first time, a warning, education and a personal meeting with the parties involved should take place. If it keeps happening, a write up and if it keeps going, higher consequences like suspension or termination should occur. Staff should work together to keep a positive flow and energy on the unit as this will help with proper patient care. Combating against workplace violence takes the whole unit to put in positive effort. (McNamara, 2016)

References:

McNamara, S. A. (2016). Column: Incivility in Nursing: Unsafe Nurse, Unsafe Patients. AORN Journal, 95535-540. doi:10.1016/j.aorn.2012.01.020